Error launching app on shared device license machine

Issue

On some shared device licensed machines, when launching Creative Cloud apps, users may see the following warning:

Launch error

The above issue can occur if Internet connectivity or firewall issues occurred during the installation of a shared device license package, or if the package was installed via disk cloning or imaging.

The installation process connects to the Adobe licensing servers to verify the product profile to which the machine is mapped. If your end-users see this message, the installation process was unable to map the machine to a product profile. And so, the machine was mapped to the default product profile.

Resolution

If you’ve created package before 5/22/2019, use the following method:

Create a shared device license package containing only the Creative Cloud desktop app, licensing, and configuration information and deploy the package to affected machines.

For SDL packages created after 5/22/2019, use the following method, to resolve the issue of machine to product profile mapping (as specified in the Admin Console):

  1. Ensure that the machine is connected to the Internet. If the machine is behind a firewall, ensure that you have allowed access to the Adobe network endpoints.

  2. Download the Adobe Licensing Toolkit from the following location based on the machine OS:

  3. Using the Windows command line or macOS terminal, navigate to downloaded Toolkit main folder.

  4. Run the following command with admin privileges:

    Windows:

    adobe-licensing-toolkit.exe --activate

    Short form:

    adobe-licensing-toolkit.exe -s

    For macOS:

    sudo ./adobe-licensing-toolkit --activate

    Short form:

    sudo ./adobe-licensing-toolkit -s

  5. Launch and sign into a Creative Cloud app installed on the machine.

How to use the toolkit on Windows and macOS

The toolkit is a command-line utility. Use the Windows command prompt or the macOS Terminal to run toolkit commands.

If you're unsure of how to run commands from the Windows command prompt or the macOS terminal, follow these steps:

  1. Open the Windows command prompt.

  2. From Windows Explorer, drag-and-drop the adobe-licensing-toolkit.exe file (downloaded above) to the Windows command prompt.

Notice that the command prompt now displays the toolkit filename. (It may also display the full folder path of the file).

All the commands described below require you to enter arguments to the toolkit.

For example, to activate shared device licenses, type --activate (insert a space between the filename and --activate) and press Enter.

Using the Shared Device Licensing toolkit on Windows

  1. Open the macOS Terminal.

  2. From the macOS Finder, drag-and-drop the adobe-licensing-toolkit file (downloaded above) to the macOS Terminal.

Notice that the command prompt now displays the toolkit filename. (It may also display the full folder path of the file).

All the commands described below require you to enter arguments to the toolkit.

For example, to activate shared device licenses, type --activate (insert a space between the filename and --activate) and press Enter.

Using the Shared Device Licensing toolkit on macOS

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